Video Infrastructure Operations Regional Engineer

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Video Infrastructure Operations Regional Engineer
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London, United Kingdom
The Video Infrastructure Operations (VIO) Regional Engineer is the number one point of contact for AV-VC matters, and the most visible support figure in the office. The VIO Regional Engineer acts as a subject matter expert for all audio visual inquiries and will often be called upon to manage projects regarding AV/VC installs, upgrades and retrofits, as well as monitor alerting and monitor videoconference infrastructure. This person works with numerous adjacent teams and with the VIO deployment teams to ensure utmost efficiency, professionalism, and quality in the output of any and all Audio Visual and Videoconferencing services provided for the organization. This is a permanent, full-time role based in our London office.
Video Infrastructure Operations Regional Engineer Responsibilities
  • Uses the trouble-ticket system to manage, track, and resolve assigned trouble tickets. Follows SLA guidelines for response promptness to all tasks.
  • Monitors and responds to video-conference alerting to address issues in remote offices and brings visibility to any indication of larger fleet wide issues.
  • Ensures all Cisco, Crestron, ClearOne, devices are within proper IP scope, understanding of subnetting and network segmentation.
  • Provides oversight of onsite teams and ultimately takes responsibility for quality and consistency of video conferencing service in region.
  • Provides support to lower level AV/VC and IT Technicians in the field as a top-tier escalation point for all issues occurring with the service.
  • Trace call issues through Cisco infrastructure and troubleshoot issues with call quality, call failure and work issue in real time to mitigation of solution, ultimately ending with RCA of issue.
  • Interface with and support C-level executives with any and all issues around call quality and when necessary provide white-glove support.
  • Troubleshoot any and all AV/VC systems (i.e. offline VC systems, Blue Jeans, etc.) as needed to satisfy the end user’s needs, and escalate if necessary.
  • Ability to manage audio visual projects of varying size and complexity, ability to understand project construction documents and keys.
  • Oversight of contractors and vendors working on the AV-VC systems, supervision and signing off on break-fix repairs, upgrades, or new build installations.
  • Provisions new VC endpoints, and maintains endpoints through fleet management software, ensures maximum uptime through monitoring of alerting dashboard.
  • Communicates with the onsite teams for all High-Pri calls to adequately test and prepare physical space as well ensure quality of multipoint call.
  • Takes on tasks for special projects or assignments when requested by clients and executes them within the given timelines.
  • Maintains proficiency in videoconferencing and collaborative technology as well as professional office skills both of a technical and non-technical nature.
Minimum Qualifications
  • 5 + years experience supporting Video Conferencing and Audio Conferencing, Audio Mixing and Room Audio Tuning.
  • 2+ years experience with Web-Cast and Collaborative tools such as BlueJeans, Zoom, and Web RTC products.
  • 5+ years experience troubleshooting for Mac, Linux, Windows in a Video Conferencing environment.
  • 2+ years experience with any and all Cisco teleconferencing hardware, WebEx, H.323 protocols, SIP, Multipoint Control Units.
  • 2+ years experience maintaining and troubleshooting Cisco teleconferencing infrastructure hardware, Cisco VCS/VCS-E, CUCM as well as server maintenance and VM-Ware.
  • Experience working with spreadsheets, documents, and presentations tools to create and maintain technical and functional documentation.
  • Experience working with changing needs, infrastructure, and evolving business processes.
  • Experience working with cross-functional teams including functional leads.
  • 2+ years experience with executive high touch support.
Preferred Qualifications
  • Knowledge of backend video technologies.
  • Previous AV integration and deployment experience.
  • AV Project management.
  • Vendor oversight
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About Meta
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
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